How do I appeal a blocked account?

Our systems automatically block accounts that show signs of suspicious activity. That check isn't perfect, and it sometimes catches real members. Identity verification is how you show us you're a real person, so we can restore your account.

We work with Persona, an identity verification company, to run the check. You upload a photo of a government-issued ID and record a brief selfie video, and Persona confirms the ID is genuine and that the person holding it is you.

How to tell whether your account qualifies

Sign in as usual at the Zoosk website. If your account is blocked, you'll see a screen titled Access to your account has been blocked. If your account qualifies for appeal, you'll see the option to click a Verify my identity button.

If you don't see that button, your account was blocked for a reason identity verification doesn't resolve. For your security, we don't share which automated check flagged an account.

What you'll need

• A valid, unexpired government-issued photo ID. We accept a driver's license, state ID, passport, passport card, permanent resident card, or non-citizen travel document.
• A phone, tablet, or computer with a working camera.
• A few minutes in good lighting, and the physical ID itself rather than a photocopy or a photo of a photo. The check is built to catch copies and will reject them.

Verify your identity on the web

1. Go to the Zoosk website and sign in with your usual email address and password.
2. On the blocked-account screen, select Verify my identity.
3. A Persona window opens. Confirm the country your ID was issued in, then choose your ID type.
4. Photograph the front of your ID (and the back, if Persona asks for it). Hold it flat and steady, and make sure the lighting is even and the text is easy to read.
5. Review the photo. Select Use this photo if it's clear, or Retake photo to try again.
6. Wait a few seconds while Persona processes your ID.
7. When prompted, start the selfie check. Center your face in the frame and turn it slowly left and right as instructed, so Persona can confirm you're a real person and match you to your ID.
8. Stay on the page until verification finishes. Don't close the window.

On the iPhone or Android app

Identity verification isn't in our apps yet. We're working on it. Until then, open the Zoosk website in your phone's browser and follow the steps above. You can complete the whole check from your phone.

If verification passes

• Your account is restored automatically. You don't need to contact us.
• Restoring your account can take a few minutes. If you still see the blocked screen right after finishing verification, close the browser tab (or the app, if you got here through it) and reopen it a few minutes later.
• Your profile, matches, and conversations come back as they were.
• A subscription purchased through our website has its automatic renewal reinstated. Subscriptions purchased through the App Store or Google Play are managed by Apple or Google, not by us. Check your subscription status there if you're unsure. See What happens to my subscription if my account is blocked?

If verification doesn't pass

You can try again. ID photos often fail for fixable reasons: glare on the ID, a blurry photo, a cropped edge, or a dark selfie.

If it still doesn't work, contact Customer Support and a member of our team will review your account.

Blocks that can't be appealed this way

• Chargebacks. If a payment to us was disputed with your bank or card issuer, the account stays blocked. See Why is my account blocked?
• Breaking our Terms of Use. Blocks for behavior that breaches our terms or our community guidelines are decided by our Trust & Safety team and aren't resolved by identity verification.

Need help?

If you're not sure why your account is blocked, or verification isn't working for you, contact Customer Support.